Fields

Using this feature you can add custom fields and edit the fields that appear on the Add <module> page. For example, if you create a custom field to enter mobile numbers while creating tickets, it will be available in the Add Tickets page.

You can add upto 50 custom fields.

Note:

The number of fields varies for individual field types. Each custom field has a limit on the number of characters you can enter.

You can also delete custom fields if required. However, if you delete a custom field, the related data is also deleted.

Refer to the table below for more information about the maximum limit for each custom-field type :

Enter the maximum number of characters that you want to allow for this field

Check the Display this field in the customer self-service portal checkbox, if required

Click Save

Note:

The field details will change according to field type that you choose.

You can edit and delete the custom fields that you have created. However, when you delete a custom field, you will lose all the data related to that field in all the existing records.

Customizing Currency Fields

The Currency custom field allows you to define decimal and precision settings based on your selected currency locale. The chart below displays the working of the different rounding options available in Zoho Support:

Normal Rounding

Selecting this option does not allow you to round off values after the decimal point.

To set normal rounding currency custom field:

Click Setup

In the Customize section, click Fields

In the Fields List page, click New Custom Field

Select Currency from the list of field types

Enter a name for the field

Enter the maximum number of digits that you want to allow for this field

From the Rounding Option dropdown list, select one of the following options:

Normal: This option allows you to enter whole numbers. You cannot round off numbers after the decimal point.

Rounding Off: This option allows you to round off numbers after the decimal point. If the second/third digits after the decimal point are < 5, there is no rounding off. If the second or third digit after the decimal point is 5, it rounds off to the next number.

Rounding Down: This option allows rounding down in the amount after the decimal point. The second/third digits after the decimal point rounds down (diminishes) to the previous number.

Rounding Up: This option allows rounding up in the amount after the decimal point. The second/third digits after the decimal point rounds up (increases) to the previous number.

Note:

When you select the Rounding off, Rounding Down or Rounding Up options, you will also have to enter the rounding precision that you want each of the rounding options to have.

Enter the total number of decimal places that you want to allow for this field

Check the Display this field in the customer self-service portal checkbox, if required

Click Save

You can edit these fields at anytime as per your requirements.

Pick-list Values

A picklist is a list of options made available to a user. In Zoho Support, you can edit existing pick-list values, add custom pick-list values and replace existing pick-list values with your own text.

Editing Pick-list Values

You can edit the default pick-list values provided in Zoho Support.

To edit the default pick list values, follow the steps given below:

Click Setup

In the Customize section, click Fields

In the Fields List page, select the required module

Click Edit against the pick-list value that you want to edit

Make the required changes

Click Save

Adding Pick-list Values

You can add your own custom pick-list values.

To add custom pick-list values, follow the steps given below:

Click Setup

In the Customize section, click Fields

In the Fields List page, select the required module

Click Add New Values

Enter your values one below the other

Click Add

Click Save

You can arrange the existing as well as custom pick-list values in alphabetical order by using the Sort values alphabetically, not in the order entered option.

Replacing pick-list values

You can replace existing pick-list values with new values.

To replace pick-list values, follow the steps given below:

Click Setup

In the Customize section, click Fields

In the Fields List page, select the required module

Click Replace

Select the pick-list value that you want to replace

Enter the value you want to replace the existing value with

Click Replace

When you replace an existing pick-list value, the modified date and time of the record is also updated.

Adding Multi-select Pick-list Values

Multi-select pick-list values allow you to select more than one option in a pick list. For example, assume that your organization offers five services to your customers. Using a multi-select pick list, you can allow your customers to opt for more than one service while signing up for your products.

You can modify the pick list as the list of services provided by you increases.

To add multi-select pick-list values, follow the steps given below:

Click Setup

In the Customize section, click Fields

In the Fields List page, click New Custom Field

In the Field Type, select Multiselect Pick List

Enter the name for the pick list

Enter a list of values for the pick list

Check the Display this field in the customer self-service portal checkbox, if required

Click Save

You can edit or delete this pick list, if required. If you delete a pick-list value, records that are associated to thatt value will remain as they are.

Mapping Dependency Fields

You can create dependencies between two pick-list fields. For example, assume that you have two values in the parent field called Country and Manager. Assume that you have the following list of child-field values:

U.S.A.

England

France

Michael Jones

Steve Adams

You are required to map the parent field Company with the child fields U.S.A., England and France and the parent field Manager with the child fields Michael Jones and Steve Adams . This will ensure that when a new ticket is created, if the field Company is selected, the creator will see U.S.A., England and France as the options to choose from. If the option None is selected in the parent field, the creator will see all the child-field values irrespective of how they are mapped.